Articles

The Influence of Service Quality and Product Quality of Livin Mandiri through Satisfaction Customers and its Impact on Customer Loyalty of Bank Mandiri KCP Tanjung Balai, North Sumatra Province

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The aim of this research is to determine the quality of service and product quality of Livin Mandiri on customer loyalty through customer satisfaction at Bank Mandiri KCP Tanjung Balai North Sumatera Province.

This research is quantitative empirical research using hypothesis research that examines the significant influence and direction of the direct and indirect relationship between the independent variables and the dependent variable through the intervening variable. Data in the research is primary data obtained from 100 sample people obtained using the Slovin formula from a 20.088 population.

Based on statistical test results, it was found that livin mandiri service quality have a positive effect on customer loyalty but not significant. Product quality have a positive and significant effect on customer loyalty. Customer satisfaction is able to mediate the relationship between livin mandiri product quality and customer loyalty. Meanwhile, the relationship between Livin Mandiri’s service quality and customer loyalty cannot be mediated by customer satisfaction at Bank Mandiri KCP Tanjung Balai North Sumatera Province.

Efforts to Enhance Service Quality: The Roles of Innovation Capability and Service Recovery

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This research aims to discuss the service quality issue at 4-star hotels in Medan. Next, build a model on how to enhance service quality.  A sample of 560 guests was taken by random proportional from each hotel. Structural equation models with the lisrel software supported. Market orientation influences innovation capability and service quality. Value co-creation influences innovation capability, service recovery, and service quality. Innovation capability influences service recovery. Innovation capability mediation can increase the influence of market orientation on service recovery. Service recovery affects service quality. Integration between functions in hotels, especially information dissemination in formulating policies to increase innovation capabilities, is important to pay attention to. It is important to develop a risk-taking attitude to improve service recovery. Recovery strategies are important to pay attention to in efforts to improve service quality. The role of market orientation needs to be followed by innovation capability to improve service recovery.

The Influence of Teamwork and Work Environment on Service Quality through Job Satisfaction

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Optimal service for public service users is a necessity for increasing citizen satisfaction. The determinant of service quality lies in employee performance. There are several factors that influence service quality, including team work, work environment and job satisfaction. This research aims to: examine the influence of team work and the work environment on job satisfaction; examine the influence of team work, work environment and job satisfaction on service quality; and examine the influence of teamwork and work environment on service quality through job satisfaction.

The population of this study was 49 Civil Servants (PNS) of the Investment and One-Stop Integrated Services Service, Mojokerto Regency, East Java. Meanwhile, determining the sample size uses a saturated sampling technique, that is, the entire population is taken as a sample. Meanwhile, data collection uses a questionnaire distributed to respondents. The data analysis technique uses SEM PLS.

The research results show that: (1) teamwork and the work environment have a significant effect on job satisfaction; (2) team work, work environment, and job satisfaction have a significant effect on service quality; and (3) teamwork and the work environment influence service quality through job satisfaction but are not significant. For this reason, if the management of the Mojokerto Regency One Stop Investment and Integrated Services Department seeks to improve the quality of service to citizens, this can be done by strengthening teamwork and creating a conducive work environment for employees.

The Influence of Service Quality and Price on KRL Commuter Line Route Solo – Jogja to Customer Loyalty

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Transportation as an important element in human life, plays a role in facilitating daily activities and supporting the economy. But because of the heavy traffic caused by so many motorized vehicles, people are looking for alternate options, including taking the KRL commuter line. This study attempts to determine how customer loyalty is affected by the cost and level of service provided on the KRL Commuter Line Solo-Jogja route. The findings, which emphasize providing excellent service and living up to customer expectations, demonstrate that service quality has a favorable and substantial impact on customer loyalty. However, pricing has little effect on consumer loyalty. This is mostly because workers use the KRL Commuter Line a lot when they are commuting, which may make prices inaccessible to some groups. Customer loyalty is influenced by both price and service quality, according to simultaneous study, which implies that raising prices and enhancing customer service quality can boost customer loyalty. However, this study adds to our understanding of the variables influencing consumer loyalty in the context of public transportation in particular and is significant in relation to the Solo-Jogja route of the KRL Commuter Line.

Improvement of Service Quality for Conformity of Space Utilization Activities (KKPR) in Business and non-Business Licensing

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This study aims to analyze whether the implementation of reduction (deduction) of tax incentives has or does not have a reaction (influence) on the financial ratio (ROE) of shares of IDX issuers LQ45 Index during the COVID-19 outbreak in 2022. The study employs a hypothesis testing approach with classical assumption tests and simple regression analysis, focusing on secondary data from the LQ45 index during the 2022 Covid-19 outbreak. It examined a population of 45, using 36 samples that met specific criteria. A simple linear analysis model was used to investigate the impact, if any, of tax incentive reductions on the financial ratio (ROE) of the issuers’ stocks. This study, which uses simple regression analysis, reveals that the implementation of tax incentive reductions made by the Indonesian government does not react (influence) on the financial ratio (ROE) of IDX-listed stocks in the LQ45 Index during the COVID-19 outbreak in 2022. The study suggests that the Indonesian government’s tax incentive reductions may not impact the financial ratios (ROE) of companies listed on the IDX, particularly in the LQ45 Index during the Covid-19 outbreak in 2022. This lack of impact is attributed to companies not utilizing these incentives, possibly due to insufficient awareness of their benefits and challenging criteria set by the government for obtaining these incentives. Despite common beliefs that tax incentives can influence financial performance, this study indicates they might not significantly affect the financial ratios of these companies.

The Effect of Service Quality and 7P Marketing Mix on Repurchase Intention with Customer Satisfaction as Intervening Variable (Study at Perihal Kopi)

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This study investigates the relationship between service quality and 7P marketing mix as key factors in achieving customer satisfaction and repurchase intention. The focus is to measure the extent to which customer satisfaction can influence the desire to repurchase. Service quality and the 7P marketing mix are considered the main predictors of customer satisfaction that can be assessed directly through consumer perceptions. The study method involves analysing customer assessment of various aspects of service quality and 7P marketing mix at Perihal Kopi, Depok. This study was conducted quantitatively by distributing online questionnaires to 237 respondents around JABODETABEK with the main criteria of respondent is individual who has visited Perihal Kopi. Data analysis used are instrument validity and reliability test, hypothesis test, and path analysis using the SmartPLS 4 Structural Equation Modeling (SEM) program. The result of this study indicates all the items of each variable are valid and reliable. Based on the findings, service quality has no significant effect to customer satisfaction and repurchase intention while 7P marketing mix has a significant effect to customer satisfaction and repurchase intention. The results of this study are expected to provide a deep understanding of the Perihal Kopi’s position from the customer’s perspective, allowing the Perihal Kopi to identify the areas that need to be improved. By understanding the factors that affect customer satisfaction, Perihal Kopi can design and implement effective action plans to improve the 7P marketing mix and achieve repurchase intention goals in the future.

The Effect of Service Quality and Commitment to Quality on Patient Satisfaction and Word of Mouth Intention in the Regional General Hospital of Tamiang Layang Barito Timur Regency

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This study aims to examine the effect of service quality and commitment to quality on patient satisfaction and word of mouth intention as intervening variables in patients at the Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study were 122 inpatients in the rose and jasmine rooms, the data were taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of this study are Service Quality has an effect on patient satisfaction, Commitment to quality has an effect on patient satisfaction, Service quality has an effect on Word Of Mouth Intention, Commitment to quality has an effect on Word Of Mouth Intention, Patient satisfaction has an effect on Word Of Mouth Intention Regional General Hospital Tamiang Layang, East Barito Regency.

Public Service Mall as an Effort to Improve Public Service Quality in Semarang City

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Public service is an inherent obligation of the state to its citizens, as clearly regulated in the Constitution of the Republic of Indonesia (1945). The enhancement of public service quality must be conducted promptly, easily, affordably, safely, and comfortably for the community. This study aimed to identify and analyze the management of public services carried out in an integrated manner for all types of services in one place through the establishment of a Public Service Mall (PSM). A normative (doctrinal) approach was used, and qualitative descriptive analysis serves to describe or provide an overview of the researched object as it is, without intending to draw conclusions that apply universally. The research results indicate that the establishment of the Public Service Mall in Semarang City is a manifestation of the commitment of the Semarang City Government to establish adaptive policies in responding to the community’s needs for service convenience, achieved through innovation, integration, and bureaucratic reform.

The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the Blud Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency

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The Influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. This study aims to examine the influence of Total Service Quality Strategy (TQS) and Pharmacy Service Quality on Patient Satisfaction and Patient Family Involvement as intervening variables in the Family of Patients Installed in the BLUD Pharmacy Installation at Tamiang Layang Regional General Hospital, East Barito Regency. The population in this study was 118 people, data was taken from questionnaires distributed to respondents. Data were analyzed using SmartPLS Version 3. The results of the study explained that the Total Service Quality Strategy (TQS) had a positive and significant effect on patient satisfaction, Pharmacy Service Quality had a positive and significant effect on patient satisfaction, the Total Service Quality Strategy (TQS) had a positive and significant effect on patient family involvement, Pharmacy Service Quality has a positive and significant influence on patient family involvement, Patient satisfaction has a positive and significant influence on patient family involvement, patient satisfaction mediates the influence of Total Service Quality Strategy (TQS) on patient family involvement, Patient satisfaction mediates the influence of service quality pharmacy towards the involvement of patient families in the BLUD pharmacy installation at Tamiang Layang Regional General Hospital, East Barito Regency.

The Effect of Service Quality and Student Satisfaction on Word of Mouth: Sekolah Tinggi Ilmu Manajemen IMMI Jakarta

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This research aims to examine the influence of service quality and student satisfaction on word of mouth. The research population is all Sekolah Tinggi Manajemen IMMI students actively studying in the even semester of the 2022–2023 academic year. The research sample size was 357 students and was taken using the convenience sampling method. Primary data collection uses a Google Form questionnaire. The path analysis model was used to test three research hypothesis formulations. The research results prove: (a) service quality has a strong and significant positive effect on word of mouth; (b) service quality has a very strong and significant positive effect on student satisfaction; and (c) student satisfaction has a weak and significant positive effect on word of mouth. In the structure of the multiple linear regression model, with word of mouth as the dependent variable, the coefficient of determination (R2) is 58.30%.